June 2013

The customer experience often resembles a roller coaster ride—taking us up and down hills, twists and turns, and even upside down or sideways. Read any number of customer experience blogs or articles, and you’ll see this recurring theme. In order to earn customer loyalty and referrals, you must consistently exceed the customer’s expectations—give them the ride of their life—every time!

Do you know that consumer reviews are trusted nearly 12 times more than product descriptions that come from companies? That is huge! Your prospects don’t trust your traditional marketing tools – including the information on your website. They want to know what other residents think of you. Read More

I still remember my first day as a leasing consultant as if it were yesterday. While I didn’t receive any formal training, my new boss did greet me at the clubhouse entry with the Apartment Guide (several pages already tabbed) and a yellow notepad. She said, “Go shop your competition!” I had heard about this ‘shopping the competition’ thing from friends in the industry, but I had just chalked it up to simply spying on the competition with no real understanding of the benefits. Read More